200+ applicants

Company

Original Job Post

Vonage · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

3+ years exp

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Comp. & Benefits

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Responsibilities

Manage a portfolio of clients, taking ownership of customer retention, adoption, and engagement, ensuring their ongoing success with the product.

Develop strong client relationships as a trusted advisor, leveraging product expertise and providing tools and guidance to maximize product use.

Cultivate relationships with key stakeholders at operational and strategic levels, aligning the product offering with their business objectives.

Proactively handle a diverse range of customer-related projects, initiatives, and tasks to ensure customer satisfaction and deliver value.

Educate customers on the product, upcoming roadmap items, and new releases to keep them informed and excited.

Collaborate with customers to build Success Plans, aligning objectives with the product offering for mutual success.

Conduct regular progress reviews, including Annual Reviews, QBRs, Monthly Service Reviews, and Business Process Reviews to track progress and foster open dialogue.

Ensure documentation and sharing of customers' business objectives and technical setup with internal teams.

Drive adoption to create an environment for future growth and expansion, helping customers leverage the full potential of the product.

Act as the conduit for customer queries, working closely with internal departments for timely resolution.

Collaborate cross-functionally across Sales, Product, and Technical Teams to deliver client outcomes and enhance customer satisfaction.

Manage customer escalations, working with Product, Support, and Technical teams to address issues promptly and effectively.

Gather feedback through NPS and CSAT surveys, advocating internally for the Voice of the Customer.

Collaborate with the CS Team, sharing best practices, supporting team members, and participating in or leading CS-led projects and initiatives.

Participate in or lead client engagement activities, such as webinars and lunch & learns, showcasing the product and providing value-added content.

Actively engage in the CS Community, promoting customer events and webinars, and staying connected with industry trends and best practices.

Be flexible with working at home, at a customer site, or regional offices as required.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer relationship managementData-driven decision-makingCustomer challenges navigationDiary managementCustomer successAccount managementVonage Contact CenterCCaaS productsContact Center industry knowledgeInterpersonal communicationCollaborative team playerAnalytical thinkingAdaptabilityProblem-solving collaborator

Required

Outstanding interpersonal and communication skills, enabling you to build strong relationships with customers and colleagues.

A collaborative approach and a team player mentality, working effectively with both technical and business-focused clients.

Analytical skills to evaluate and interpret product and service-related situations, driving data-driven decision-making.

The ability to thrive in a fast-paced environment, adapting quickly to changing priorities and delivering results under pressure.

Excellent problem-solving skills, allowing you to navigate complex customer challenges

Be a strong individual collaborator with the ability to manage your own diary

3 years of previous experience as a high-performing individual contributor or leader in Customer Success, Professional Services, Account Management or similar.

Technical understanding of Vonage Contact Center, or similar CCaaS products.

Experience in the Contact Center industry or working for a CCaaS technology provider.